Content Quality & Tagging Team Lead

Temu; Manila; Sur place; PHP 502 000 - 725 000; Plein temps

Résumé du poste

Temu is seeking a dedicated Customer Service Team Lead in Manila to supervise and mentor a dynamic CS group. You will monitor daily operations, drive service quality, and coordinate with the Workforce Management team to optimize scheduling and adherence.

You’ll lead coaching sessions, conduct performance reviews, and present insights to improve outcomes. Ideal candidates will have a bachelor's degree, 3+ years in a related field, strong English communication, analytical mindset, and a calm,

Qualifications

• Bachelor's degree is preferred.
• 3+ years of experience in a related field.
• Strong leadership and coaching skills.
• Excellent English communication (verbal and written).
• Analytical mindset with ability to interpret performance data.
• Strong problem-solving skills and ability to stay calm under pressure.

Responsabilités

• Supervise, mentor, and coach a team of customer service. Monitor daily operations to ensure service quality.
• Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.
• Partner with Workforce Management (WFM) Team to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.
• Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.
• Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
• Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.
• Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Connaissances

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Team management

Formation

Bachelor's degree

Description du poste

Temu is seeking a dedicated Customer Service Team Lead in Manila to supervise and mentor a dynamic CS group. You will monitor daily operations, drive service quality, and coordinate with the Workforce Management team to optimize scheduling and adherence.

You’ll lead coaching sessions, conduct performance reviews, and present insights to improve outcomes. Ideal candidates will have a bachelor's degree, 3+ years in a related field, strong English communication, analytical mindset, and a calm,